Question 1

How do I place an order on LoongBuy?

Accepted Answer

Copy a product link from Taobao, Tmall, 1688, Weidian or Xianyu, paste it into LoongBuy, choose the variant and quantity, and pay the product price plus domestic handling. We buy the item, receive it at our warehouse and take QC photos. When you are ready, submit a parcel, choose a shipping line and pay the international shipping.

Question 2

Can I modify or cancel my order?

Accepted Answer

Before the agent buys the item, minor changes (variant, quantity, remarks) can usually be requested, and the order can normally be cancelled and refunded to your balance. Once the order has been paid to the seller, changes and cancellation depend on the seller and the item status, so contact support as early as possible.

Question 3

Why am I asked to pay a price difference?

Accepted Answer

The price shown is the seller's suggested price. Sellers sometimes change the product price or domestic shipping after you order. When the actual cost is higher than what you first paid, we send a top-up notice for the difference. Please pay it promptly so we can complete your purchase. If you overpaid domestic shipping, the excess is refunded to your balance.

Question 4

The listing shows in stock, but I was told the item is sold out. Why?

Accepted Answer

Some sellers do not update their online stock in real time, so an item can appear available but be sold out once we process your order. LoongBuy re-checks with the seller and lets you know. If it truly cannot be fulfilled, the amount is returned to your balance.

Question 5

How long until the seller ships my item?

Accepted Answer

Sellers on Taobao, 1688, Weidian and Xianyu usually ship within 3–7 days after the agent places the order. Customized and pre-sale items take longer. After the seller ships, the parcel travels to the LoongBuy warehouse to be received, inspected and photographed.

Question 6

If I buy several items from one seller, do I pay domestic shipping only once?

Accepted Answer

Yes. If you buy several items from the same seller and submit and pay for them together, LoongBuy charges the within-China shipping once. If the combined order becomes overweight, the buyer may note that extra domestic shipping is needed; any shipping paid above the seller's actual cost is refunded to your balance.

Question 7

Why are there two payments?

Accepted Answer

The shopping flow has two steps and two payments. First you pay the product price (plus domestic handling) so we can buy the item. Later, once you build a parcel, you pay the international shipping. Items wait free in your warehouse between these two payments.

Question 8

What payment methods can I use to top up?

Accepted Answer

In Member Center → Recharge you can pay with international methods including Visa, MasterCard, Apple Pay, Skrill and Trustly, as well as local methods such as PayU, Bancontact and Blik.

Question 9

How long does a top-up take to appear?

Accepted Answer

Funds usually arrive within 1 to 120 minutes. If the money has not arrived after 2 hours, send a payment screenshot showing the time, method, account (your registered email) and amount, and contact support to verify it.

Question 10

How do I withdraw my balance?

Accepted Answer

Open Member Center (or the Balance / LoongPay page), click Withdraw and enter the amount, which is frozen while processing. Withdrawals are processed Thursday to Friday and returned to your original top-up account. Banks usually take 7–15 business days; some cross-border banks can take up to 30 days.

Question 11

How is my shipping cost calculated?

Accepted Answer

Lines charge by actual weight or by the greater of actual and volumetric weight. Volumetric weight (kg) = Length × Width × Height (cm) ÷ a divisor — 6000 on the UPS-F line, 8000 on the DHL-B line. EMS, Air small packet and SAL usually bill by actual weight. You can estimate any time at loongbuy.com/estimation.

Question 12

Will I be refunded if the packed parcel weighs less than estimated?

Accepted Answer

Yes. The system pre-charges shipping on an estimated weight, then settles on the real packed weight and volume. If the actual cost is lower beyond the rounding band, the excess is refunded to your LoongBuy balance automatically within 24 hours of dispatch. If it is higher, you top up the difference; small differences are absorbed by LoongBuy.

Question 13

How long can I store items for free?

Accepted Answer

Items are stored free for 90 days from arrival at the warehouse. After 90 days a fee of ¥0.5 per item per day applies, up to a total of 180 days; beyond that, items may be treated as abandoned. You can see remaining storage days for each item in your account.

Question 14

Can I ship liquids, cosmetics or food?

Accepted Answer

Sensitive goods are limited. Liquids and medicines should not exceed 10% of the parcel's total weight. A single bottle of cosmetics of 100 ml or less, with total volume under 200 ml, may be shippable mixed with normal items. Cigarettes, alcohol and drugs are not accepted, and food, powders and gels may need a non-dangerous-goods assessment.

Question 15

Why do some items need to be packed separately?

Accepted Answer

If any single side of an item is 70 cm or longer, it must be packed separately to keep packaging reasonable and reduce volumetric weight. Items with mailing restrictions may also be packed or routed separately.

Question 16

Will I have to pay import tax?

Accepted Answer

Import duties and taxes are set by your country's customs, not by LoongBuy, and are the recipient's responsibility. Heavier or higher-value parcels are more likely to be taxed, and customs in Canada and many European countries inspect more strictly. Declare your parcel value accurately, as it is also the basis for any compensation claim.

Question 17

What is the 5-day no-reason return?

Accepted Answer

You can return an eligible item within five days — 120 hours — of it arriving at the warehouse, counted from the next whole hour after the "Received at warehouse" status. The item must be in resalable condition and the seller must offer returns. Customized items, intimate apparel, adult products, food, overseas-purchase and second-hand items are not eligible.

Question 18

How much does a return cost?

Accepted Answer

Return shipping = inbound shipping from the seller + outbound shipping back to the seller + a return service fee. The first return each month is free; after that the service fee is ¥5 each for the 2nd–5th return, ¥10 each for the 6th–9th, and ¥20 each from the 10th onward.

Question 19

Who pays the return shipping?

Accepted Answer

If the return is due to a genuine quality problem (wrong item, obvious defect, transit damage in China), the seller bears the shipping and you pay no service fee. For a no-reason return of a non-defective item, you bear the shipping and any monthly service fee.

Question 20

What if my parcel is lost or damaged in transit?

Accepted Answer

Contact support with photos and the tracking number, and file a claim within 7 days of signing for the parcel or within 45 days of dispatch. Free insurance covers ¥60 per kg on air lines and ¥30 per kg on sea, rail and truck lines, plus a shipping refund. Keep the outer packaging and seal tape as evidence.

Question 21

Can I return a parcel after it has shipped overseas?

Accepted Answer

LoongBuy does not offer a service to return parcels from outside mainland China back to the warehouse. Depending on the line, some routes offer paid redelivery after a failed delivery. China Post lines may return an undeliverable parcel to the China warehouse, but the return time cannot be estimated.

Question 22

How do I earn points and what are they for?

Accepted Answer

You get 100 points for registering, 1 point per ¥1 of international shipping (with a V1–V6 multiplier up to 120%), 1 point per ¥1 of value-added service fees, 10 points for daily check-in, 50 for your first daily top-up and 100 for your first parcel received each day. Points offset shipping (1 point = ¥0.01, up to 10% of a parcel), redeem coupons and value-added services, and buy items in the Points Mall.

Question 23

Do my points expire?

Accepted Answer

Yes. Each batch of points is valid for 365 days and expires automatically if unused. Points can also be clawed back on refunds, disputes, or when a parcel changes from "received" to "unsigned". You can see upcoming expiry under Member Center → My Points.

Question 24

What is the difference between points and growth value?

Accepted Answer

Points are used to offset shipping, redeem coupons and rewards, and shop the Points Mall. Growth value is your membership experience and only decides your level (V0–V6). Both are earned and both expire after 365 days, but only points are spendable.

Question 25

How do shipping coupons work?

Accepted Answer

Shipping coupons discount international shipping at parcel submission. Each coupon has a minimum (for example, USD 100 shipping can use a USD 10 coupon), only one coupon can be used per parcel, and coupons cannot be stacked. They are bound to your account — not transferable or refundable — and are valid for 90 days.

How can we help?

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Frequently asked questions

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